Our client is a hyper-growth fintech startup launching its operation in Brazil and we are supporting them to structure the Sales and Customer Success Team. 

SMB Success Director Brazil's Mission:

Make the company the best financing solution in the eyes of our allies, becoming a strategic partner to their businesses and delivering a spectacular ally experience while at the same time growing (like crazy!!!) operation.

Outcomes

● Built and lead successfully Ally Success team, with clear KPIs, strong delivery, and outstanding culture
● Lead the relationship with allies and activate 100% of the potential origination of the signed contracts
● Implemented a scalable process to ramp-up merchants GMV once they sign with us -- activation process that helps reach desired share-of-wallet in 60 days for physical stores and 2-3 weeks for ecommerce
● Segmented allies according to our business and strategic needs, identifying commercial, product and service levels for each of them
● Designed operation and team depending on the segmentation of allies and delivered differentiated and scalable service models to the different merchant segments
● Established our brand as a top three payment method across our allies, and as a top 2 payment method for core allies -- achieved share-of-wallet of 15% for our top merchants
● Delivered a flawless ally experience, achieving 80+ NPS and a strong referral network, partnering with Ops (for customer service) and Product (for enhancements to the ally experience)

Competencies

● Deep knowledge of B2B commercial operations

○ Experience working in B2B commercial operations
○ Extensive knowledge of building a “success” function in a B2B organization, leading all commercial activities after a client is acquired
○ Experience being accountable for company-wide budget attainments

● Extensive experience working in high-growth B2B roles - with tech related product

○ Worked  in startup or other high-growth organization in B2B commercial roles
○ Track-record of having grown a client portfolio ;
○ Strong familiarity with identifying and moving sales funnel levers;
○ Strong familiarity with building and scaling segmented service models for a client base;
○ Familiarity with scaling tech-based product adoption -- must have basic tech understanding to be able to interact with product team;

● Specific experience in B2B clients life-cycle management

○ Experience with client activation and implementation of processes that reduce ramp-up
time for clients and reduce leakage of clients that are acquired but never get to desired usage
○ Experience creating activation programs that activate 200+ merchants each month in a scalable fashion (more than half of them w/o human interaction)
○ Track-record of building commercial campaigns with clients to further deepen
relationships once steady-state is reached
○ Capability of adjusting commercial conditions with clients when product benefits or
competitive landscape changes

● Budgeting and forecasting rigor

○ Experience building tight and ambitious budgets and striving in hitting them with month-over-month growth rates north of 20%
○ Capacity to identify and communicate early on problems or threats that can hinder budget attainment
○ Ability to implement contingency plans on the fly when budget attainment is at risk

● Strong leadership and team-building capabilities

○ Has built and led a multi-country team, starting from scratch and scaling to multi-billion dollar yearly operations
○ Has demonstrated followership through her career and has a track-record of recruiting highly successful teams